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This document and the information contained therein is the property of OPTIMAL VISION. This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from OPTIMAL VISION.
Current Version Number:
Current Document Approved By:
Next Review Date:
February 2023 (or before if required)
Version Created By:
Version Approved By:
This policy outlines procedures and responsibilities within OPTIMAL VISION ("the Organisation") for handling any concerns, issues or complaints that may arise.
The purpose of this policy is to ensure that any complaints or concerns by service users are correctly managed.
OPTIMAL VISION, although an independent body, aspires to meet the principles set out in the NHS Constitution which are:
This policy serves to indicate how issues concerning service user concerns or complaints should be managed within the organisation.
The CQC Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints. This will include appointment of a designated Complaints Manager.
The CQC Registered Manager will also lead and oversee the process of the
implementation of this policy, as well as monitoring its compliance and effectiveness. Our designated Complaints Manager will be:
Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.
As an authorised provider, OPTIMAL VISION will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.
Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.
If a patient is not satisfied with the outcome, then they can direct their complaint to these any or all of these organisations:
General Medical Council (GMC)
350 Euston Rd,
London NW1 3JN
0161 923 6602
Care Quality Commission (CQC)
Newcastle upon Tyne
Tyne and Wear
0300 061 6161
The process of resolving the problem will include:
Our staff will consult with their manager if addressing the problem is beyond their responsibilities.
Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.
If the complaint is not resolved at the point of service, staff are expected to provide the complainant with the formal complaints policy.
Our designated complaints manager coordinates resolution of formal complaints in close liaison with the staff who are directly involved.
All staff will be appropriately trained to manage complaints competently.
Regular reviews are conducted by the complaints manager to check understanding of the complaints process among our staff.
Information is provided about the complaints policy in a variety of ways, including some or all of the following:
After receiving a formal complaint, our CQC Registered Manager reviews the issues in consultation with relevant staff in order to decide what action should be taken, consistent with the risk management procedure.
Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative disputes resolution provider.
The complaints manager will signpost the complainant to an appropriate external body if:
investigating the complaint, resulting in a perception that there is a lack of independence; or
The complaints manager carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies.
Information is gathered from:
Where an individual staff member has been mentioned specifically by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:
The staff members will be asked to provide a factual report of the incident, identify systems issues that may have contributed to the incident and suggest possible preventive measures.
Where the investigation of a complaint results in findings and recommendations about individual staff members, the issues are addressed through the Disciplinary or other appropriate process
The complaints manager prepares regular reports on the number and type of complaints, the outcomes of complaints, recommendations for change and any subsequent action that has been taken. The reports are provided to staff and senior management, and if appropriate, uploaded into a personal portfolio for audit and appraisal.
The complaints manager periodically prepares case studies using anonymised
individual complaints to demonstrate how complaints are resolved and followed up, for the information of staff, and for use in audit and appraisal.
Information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and clinical review meetings as part of reflecting on the performance of the service and opportunities for improvement.
Complaints reports are considered and discussed at monthly clinical review meetings and directors’ meetings.
An annual quality improvement report is published that includes information on:
The complaints manager continuously monitors the amount of time taken to resolve complaints, whether recommended changes have been acted on and whether satisfactory outcomes have been achieved.
The complaints manager annually reviews the complaints management system to evaluate if the complaints policy is being complied with and how it measures up against best practice guidelines. As part of the evaluation, users and staff will be asked to comment on their awareness of the policy and how well it works in practice.
I had an absolutely wonderful experience doing Lasik at this clinic. Their entire staff was extremely professional and courteous throughout the entire process.
My surgeon was wonderful, made me feel entirely at ease before and during surgery. Highly recommended.
Laser eye surgery, now glasses free after 23 years! :)
I have always thought about laser, I have worn glasses for 23 years. I was very anxious, worried about the what ifs. I had an appointment with Dr Mani, he explained everything to me and I decided to go ahead with the surgery. It was so fast, Dr Mani did remind me to be patient and I think this is very important. I am now glasses free and hoping this will continue! After care was good, a week after surgery I was concerned and Dr Mani invited me down to check my eyes to be sure all was ok. Thank you
LASIK with Dr. Mani
I had LASIK surgery with Dr. Mani. It was painless, smooth, and everything went well. The staff and Dr. Mani are all friendly and will answer all questions asked. Will recommend 100%! Thank you!
I had a great experience performing my laser eye surgery at Optimal Vision Clinic. All the staffs are very helpful, co-operative and supportive throughout the treatment process. On the first call, they explained the entire procedure in details and gave necessary instructions at every stage. My eye surgeon made me feel comfortable and relaxed before and during the procedure. Aftercare was done properly with a thorough check-up of my eyes. I would like to recommend this clinic to everyone!
Very happy and impressed with the highly professional care and service I’ve received at the Optimal Vision clinic. Dr Mani is so professional, and he explained everything about Laser surgery and answered all my questions. The surgery was quick and almost completely painless. My eyes have healed perfectly and quickly. I would highly recommend this clinic.
My husband had been experiencing discomfort in his left eye since July and was seen by various doctors/consultants even at the Queen Mary’s hospital but no abnormalities were found.
This week Dr. Mani discovered the fault which happened to be Retina detachment with three tears.
Dr. Mani’s preciseness and his perfectionist attitude to attention to details, detected the source of the main issue and saved my husband’s eye. We feel utterly grateful and can not recommend him enough for his excellence.